Just incredible, and somehow horribly familiar. I read the letter to United, the obscene fact is that they will not care, now or ever about this incident.
My thoughts on this and links to related discussions - http://chrisweston.tumblr.com/post/29616299975/ownership

My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...